30-day returns (change of mind)
You can return an item within 30 days of delivery if you changed your mind or ordered the wrong size. To be eligible, the item must be:
- unused and in a resalable condition;
- clean, dry and free of dog hair, mud, sand or odour;
- returned in its original packaging with any tags attached.
Approved change-of-mind returns are refunded to your original payment method, less a $15 AUD return and processing fee (this covers the cost of inspecting and restocking the item). The original shipping charge is non-refundable unless the item was faulty or incorrectly described.
Size swaps
Ordered a size that doesn’t fit? We offer one size swap per order within 30 days. A $15 AUD fee applies to cover return handling and re-shipping of the replacement size. Subject to stock availability; if your size is sold out we will offer a refund instead.
Faulty, damaged or incorrectly described items
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If an item arrives damaged or develops a fault, contact us within 30 days with your order number and photos. We will cover return postage and arrange a replacement or refund. Nothing in this policy limits those statutory rights, and the $15 change-of-mind fee never applies to a faulty item.
Items we can’t accept
- Personalised or custom-engraved items (for example, custom ID tags and name patches), unless faulty.
- Items returned more than 30 days after delivery, unless faulty.
- Items that have been used, washed, altered or damaged after delivery.
How to start a return
- Email hello@pawsontrek.com with your order number, the item you want to return and whether you would like a refund or a size swap.
- We will reply within 1–2 business days with a return address and instructions.
- Post the item back within 7 days of receiving our instructions. Return postage is paid by you for change-of-mind returns; we cover it for faulty items.
- Once the item is received and inspected, we will process your refund or send your replacement. Refunds are issued to the original payment method and usually appear within 5–10 business days depending on your bank.
Contact
Danray Pty Ltd as trustee for the Huyuan Family Trust (ABN 37 373 165 733) trading as Paws on Trek
PO Box 8015, Kooyong VIC 3144, Australia
hello@pawsontrek.com